Feedback and complaints

Your experience matters to us. We welcome compliments, suggestions and complaints from clients, families, supporters and workers. If something is not right, we want to hear about it and work with you to put it right.

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You can raise a concern without being treated unfairly or having your care reduced because you spoke up. You do not have to put your complaint in writing. You can ask someone you trust, an advocate or an interpreter to help you.

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How to contact us

Call 0431 803 003, email hilde@aldercare.com.au, speak with any Alder Care worker or use the form on this page. If your concern involves the person you normally speak with, ask for another director. You may also contact the independent services below directly.

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You can complain anonymously. You do not have to give your name or contact details. We will consider the information you provide, although we cannot reply directly or ask follow-up questions without a way to contact you.

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What happens next

We will listen, ask what outcome you would like and check whether anything needs immediate attention. If you provide contact details, we aim to acknowledge your complaint within 2 business days and give you a meaningful response within 10 business days. If more time is needed, we will explain why, agree the next steps and update you at least every 5 business days until we provide an outcome. Urgent safety concerns receive immediate attention when received.

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We will explain what we found, what we have done and what happens next. If you are unhappy with our response, you can request a review by someone who was not involved, or seek independent help at any time.

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Independent support and complaints

For concerns about Australian Government-funded aged care, contact the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au/contact-us/complaints-feedback. You do not have to complain to Alder Care first. For free, independent aged care advocacy, contact OPAN on 1800 700 600 or visit opan.org.au. For private nursing or other concerns outside aged care, we can help identify the appropriate external